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Recent Issue with Xfinity Home mobile apps.

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Posted by
Official Employee

Message 1 of 37
1,475 Views

We recently experienced an issue that was causing some users to experience difficulty signing into the Xfinity Home mobile apps.  We have implemented a change that should correct the issue.  Any XH customers who were having problems should retry logging into the mobile apps. If you are still experiencing an issue, we can look into your account specifically.




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36 REPLIES
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Message 2 of 37
1,451 Views
I still can't log into the home app. Says I must use the email that we originally registered under. I am doing that, but it still fails. Can log into the account and stream app no problem.
Posted by
Official Employee

Message 3 of 37
1,433 Views

Skiclimb3287 -- 

 

Can you try signing in now & let me know if you're successful?

 

Thanks!

 

Rachel




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Message 4 of 37
1,410 Views
Hi is this still an ongoing issue? I am trying to log into my mobile app and it is giving me the 43401 error as well. Any help would be appreciated.
Posted by
Official Employee

Message 5 of 37
1,369 Views

Mdneumeyer -- 

 

I pulled up your account & do not believe the issue you are experiencing to be related.  I have private messaged you with more information.

 

Thanks!

 

Rachel




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Message 6 of 37
1,334 Views
The Home app worked for a short time after having security installed, but we haven't been able to log in for several weeks. I've made three trips to Comcast trying to get this resolved and still cannot log into the app.
Posted by
Official Employee

Message 7 of 37
1,319 Views

kbockoven -- 

 

I pulled up your account and believe I see the source of the issue.  I'd like to confirm the email address you are using to sign in.  Can you please send me a private message with this information?  You can send a private message by clicking on "ComcastRachelH" and then "Private Message Me."

 

Thanks!

 

Rachel




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Message 8 of 37
1,240 Views

Hi there.

Thanks for the speedy reply.  I logged out of my Xfinity Home app... even deleted it but it still asks for a "restart touchscreen".  I unplugged my touchscreen unit / repowered it.  I even reset my router.  I'm still having the same problem.  Can you help me out? 

Thanks!

 

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Message 9 of 37
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Message 10 of 37
1,146 Views

Need account look up or troubleshoot Please. Asking for original email, which I'm already using to sign-in

Posted by
Official Employee

Message 11 of 37
1,120 Views

msroper001 -- 

 

I pulled up your account & only see sign in issues in relation to the secondary email on your account.  When I look at the primary (or original) email address, I see successful sign in activity.  Please let me know if you are still experiencing this issue.


Thanks!

 

Rachel




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Message 12 of 37
777 Views
I cannot log into my home app
Error code 43401. No one at xfinity customer service has been able to help
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Message 13 of 37
761 Views
I too am having problems signing into my XH app. I tried restarting my phone, hard resetting my phone and re downloading the App. I have also tried to reset my password but it keeps saying that I am logged in already and when I click continue it tells me I need to sign in using the email that I provided at time of installation. What can I do to make this work?
IMG_3736.PNG
Posted by
Official Employee

Message 14 of 37
730 Views

Sherriebk -- 

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 15 of 37
724 Views

Brownfoxgal -- 

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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Message 16 of 37
701 Views

I am having the same issue.  IS there a fix for this?

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Message 17 of 37
685 Views
I'm having the same issue. This is incredibly frustrating. I'm considering switching to another provider. What good is the security if nothing works and I can't view the camera when I'm
away using the app.
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Message 18 of 37
575 Views
I am also receiving the 43401 error when trying to log into the Home app. Website tells me I am already logged in, but seems the app will not accept. Advice would be appreciated. Thanks!
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Message 19 of 37
563 Views
I still can't sign in on my account I keep getting the same error telling me to log in with the account it was set up with.
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Message 20 of 37
555 Views
I am still not able to log in after this newest update.
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Message 21 of 37
532 Views

You are not alone, last update has disabled my app

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Message 22 of 37
517 Views
I can’t log into my Home ap on my iPhone or iPad. I can log into the stream ap and my account ap just fine. What’s going on?
Posted by
Service Expert

Message 23 of 37
494 Views

Kordax wrote:
I can’t log into my Home ap on my iPhone or iPad. I can log into the stream ap and my account ap just fine. What’s going on?

I had this issue earlier but I was able to reenter my credentials on all my devices and connected.




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Posted by
Official Employee

Message 24 of 37
489 Views

Thanks for reaching out.  I apologize for the frustration this must have caused.  We experienced an issue last night that we believe may have caused this behavior.  We believe this to be resolved now.  Please reach out if you continue to experience issues signing in.

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 25 of 37
486 Views

Cderian1125 -- 

 

Thanks for reaching out.  I updated something on my end that I believe should correct the issue.  I'd like to also confirm the email address you are using when trying to sign in.  I will private message you for this information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

Rachel




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Posted by
Official Employee

Message 26 of 37
483 Views

dalemccollum -- 

 

Thanks for reaching out.  I see something on my end that may be causing a sign in issue.  I'd like to confirm the email address you are using when trying to sign in.  I will private message you for this information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

Rachel




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Message 27 of 37
418 Views

I am still unable to log into my Xfinity app. It's giving me a error message stating to sign in with the email that you provided at the time Xfinity home was installed. I have done that several times already, but still getting the same error message. I have uninstalled and reinstalled the app, but still no changes. 

Posted by
Service Expert

Message 28 of 37
327 Views

What device are you using?




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Posted by
Official Employee

Message 29 of 37
295 Views

ase60626 --

 

I pulled up your account and will Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel




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Message 30 of 37
287 Views
I can’t log in to my mobile app. I’m using the correct password and email but it keeps saying it’s failed. Please fix.
Posted by
Official Employee

Message 31 of 37
279 Views

CateWashington -- 

 

Thanks for reaching out.  We experienced a brief issue that we believe to be resolved at this point.  Based on the time you posted, it looks like that may have been the cause of the sign in trouble.  Can you try signing in again & let me know if you are successful.  I also pulled up your account & would like to Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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Message 32 of 37
269 Views
I am still having issues with app 43401 error
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Message 33 of 37
258 Views

I'm having this same issue.

Posted by
Official Employee

Message 34 of 37
238 Views

Jberaun11 --

 

Thanks for reaching out. I pulled up your account to take a look, but I do not see Xfinity Home service listed on your account. The Xfinity Home Security app is only for active subscribers of this service.  Please let me know if you believe this to be in error.

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 35 of 37
231 Views

WishIwasGolfing -- 

 

Thanks for reaching out.  I pulled up your account and see the issue you describe.  Only the primary email address (the email address used at the time of install) can be used to sign into Xfinity Home.  The login errors are happening when trying to sign in with an email address that is not the primary.

 

I can Private Message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!  

 

Rachel




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Message 36 of 37
175 Views

Same issue with mine and username is correct 

Posted by
Official Employee

Message 37 of 37
156 Views

Calimiah17 -- 

 

I pulled up your account & believe the sign in errors may be due to a billing issue.  I will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.

 

Thanks!

 

Rachel




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